Genesys and Salesforce have snagged over 200 customers for their joint offering: the CX Cloud from Genesys and Salesforce.
The platform embeds Genesys Cloud CX solutions directly into the Salesforce Service Cloud interface.
Additionally, CX Cloud is compatible with Sales Cloud, Health Cloud, and Financial Services Cloud.
Those solutions include its native voice services, call controls, journey orchestration, workforce engagement management (WEM), and reporting tools.
By bringing this offering to 200+ customers, Genesys aims to help organizations pool their customer service data, which many Salesforce customers may pump into Data Cloud.
As a result, enterprises can leverage that data across customer-facing functions and beyond.
Other benefits include simplifying the agent experience and a lower management burden, as the solution effectively unifies a contact center’s CRM and CCaaS platforms.
By unifying these technologies, Genesys and Salesforce also serve customers who wish to converge the CX stack.
Converged CCaaS-CRM Platforms Offer Unique Benefits
As teased, tighter integrations between CCaaS and CRM systems offer several benefits. Here are some excellent examples.
Centralized Customer Data
These integrations consolidate customer information from various touchpoints into a single platform, providing AI and human agents with a complete view of customer history, preferences, and interactions.
Enhanced Personalization
As agents can access consolidated customer profiles instantly, they may tailor interactions and provide more relevant support.
Improved Efficiency
By unifying CCaaS and CRM systems, agents can handle tasks from one solution, reducing the need to switch between platforms and minimizing errors.
Reduced Management Burden
Instead of managing two separate platforms for CCaaS and CRM, IT teams can focus their attention on one central offering.
Enhanced AI
Converged CCaaS-CRM platforms generate a firehouse of customer service data to power AI in the contact center and beyond.
The CX Cloud from Genesys and Salesforce: Kickstarting a Broader Trend
Launched last year, the CX Cloud from Genesys and Salesforce kickstarted a trend of CCaaS providers embedding contact center capabilities into CRM systems.
Soon, Five9 followed suit, inking similar partnerships with both CRM heavyweights.
After, Cisco Webex, and Talkdesk started embedding tools into Epic Cheers, a well-known CRM solution in the healthcare sector.
Meanwhile, Salesforce opened up a Bring Your Own Channel for CCaaS program to establish similar co-innovation partnerships with more CCaaS providers.
All these moves signal how – at the very least – connections between the two platforms are tightening.
No longer are CCaaS and CRM platforms just interacting with one another; they’re interoperating.
More on Genesys’s Full-Year Figures
Genesys confirmed that it has nearly reached $1.9BN in annual recurring revenue (ARR) from CCaaS.
In achieving such revenues, Genesys demonstrates its market leadership, pulling alongside NICE, which achieves a similar ARR.
The next closest CCaaS competitor is Five9, which passed the $1BN mark in 2024.
Other key updates from Genesys include how its CCaaS net revenue retention (NRR) exceeded 120 percent for the last 12 fiscal quarters, highlighting how its customers are expanding their deals with the company.
In doing so, they’re utilizing new AI solutions. Indeed, Genesys Cloud AI represented more than 10% of the platform’s new business for the full fiscal year.
Additionally more than 45 percent of Genesys Cloud customers are using at least one Genesys Cloud AI capability to enhance consumer interactions and drive operational efficiency – as of January 31, 2025.
“AI is a transformative technology that is reshaping customer connections and providing organizations with the opportunity to deliver significant business value,” said Tony Bates, chairman and CEO of Genesys.
Enterprises continue to select Genesys as their strategic platform for experience orchestration to create personalized, end-to-end customer experiences that can increase customer loyalty and retention while boosting operating efficiency.
Genesys also shared how its Cloud AI detected more than 700 million displays of agent empathy across consumer interactions during the fiscal year, giving organizations greater insights into employee behavior and development opportunities to optimize experiences.
During this time, the Genesys Cloud platform experienced year-over-year growth of over 150 percent in self-service conversations as consumers increasingly relied on automated solutions to access efficient and tailored assistance.
While these figures appear impressive, it’s critical to note that Genesys is a private company. As such, it can pick and choose the financial information it releases to the public and doesn’t face the same scrutiny as many of its market competitors.
However, Genesys is considering going public – despite stalling its IPO bid, citing market volatility.
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